Building the Quality Army

In Episode 1, quality for products and services was defined as “Presence of desired features and the degree of excellence of those features.” How do we develop the capability of the team  so that our company delivers the quality that makes us the first choice of our customers?

Key Points in this episode:

•Customers have choices and not just between you and competitors who sell the same things

•Customer expectations are constantly increasing

•Competitors can buy the same things as you

•If you have an advantage, it will be in your people’s performance

•Everyone has to know what is known

•Excellence has to be cultivated

•There’s no end to the quality journey